If you have many Talk numbers, you can use the filter to restrict the
numbers that are shown.

Available settings for Talk numbers

The following settings can be configured on the
Settings tab of the Talk number properties
page. The available settings will differ depending on your Talk plan:

Setting

Description

Nickname

Enter a nickname for the number that will be displayed when
you receive an incoming call. This can be useful to identify
which of your Talk numbers is being called.

Failover number (Team, Professional, and Enterprise)

In the event that Zendesk Support is unavailable, the failover
feature will route all incoming calls to a pre-designated
number so you can help your customers with minimal disruption.

Failover is an automated process. When the outage is
resolved, calls automatically revert back to your Talk
number. You can find out if Zendesk Support is experiencing
an issue on the
Zendesk status page.

For customers on the Talk Enterprise plan, if Zendesk
Support is available to your end-users but you are unable
to access it (you’re experiencing a localized internet
outage, for instance), you can request to have failover
manually initiated by calling Zendesk Support. Zendesk
will manually initiate failover for you once a month.

Important: Failover
can be enabled for a maximum of 24 Hours. After 24
hours, we must disable it.

The failover number you choose:

Must not be a Zendesk Talk number.

Must be able to handle your support call volume,
as all incoming calls are routed to it.

Is not restricted based on the location of your
Talk number.

Works only for incoming calls; outgoing calls
cannot use the failover number.

Determines whether agents can place outbound calls to customers
from this number. By default, this setting is enabled. Numbers
that have this setting disabled won't appear in the call
console as an option when agents try to make an outbound
call.

Brand (Professional (add-on) and Enterprise)

If you support
multiple brands,
you can add and assign phone numbers for each brand. Calls
to and from those numbers will have the associated brand
value on the resulting tickets.

For each number, you can enable or disable agent wrap-up.
When wrap-up is enabled, Talk agents have time after each
call to finish adding details to the ticket.

With Talk Professional or Enterprise, you can also limit
the amount of time agents have to wrap up calls for each
number from 10 seconds to 20 minutes. If you select
No limit, agents must manually
leave wrap-up mode before they are available for another
call.

With Talk Enterprise, you can choose the amount of time that
each agent gets to answer a call before it is placed back
in the queue. The amount of time left to answer the call
is displayed in the Talk console.

The time limit is, by default, 30 seconds. For Enterprise
plans, you can use the arrow to choose a duration between
15 seconds and 2 minutes.

The maximum queue wait time you configure on the
Settings page takes precedence
over the call offering time limit.

Create ticket for abandoned calls? (Professional and Enterprise)

By default, tickets aren't created for abandoned calls.
However, you can choose to enable ticket creation for
abandoned calls for each of your individual numbers.

When this setting is enabled, calls that are abandoned
in the queue, in voicemail, or in IVR result in a created
ticket, as long as a callback number is available. In
cases where the caller is identified as "unknown", no
ticket is created.

Average wait time message?

Enable this option to play a message to callers on hold or,
for Talk Professional and Enterprise, requesting a callback
from queue, informing them of the current average wait time.
This message plays only when the average wait time is over
two minutes long.

Note: The average wait
time message is available in English only.

Delete recordings after

Controls how long call and voicemail recordings are kept
before they are deleted. You can set this from
Never to
2 years. For more information,
see
Managing recording options.

Available agents greeting (voicemail on)

Available agents greeting (voicemail off)

Hold greeting

Wait greeting

Configures various greetings that will be associated with
this number. For more information about greetings, see
Managing outgoing greetings.

Enable for Text

If this number is SMS capable, you can enable it for Zendesk
Text, allowing you to provide both SMS and phone support
from the same number. For details about providing SMS support
with Zendesk Text, see
Getting started with Text.

Changing settings for multiple Talk numbers

From the Numbers tab of the Talk settings
page, you can change some settings for multiple numbers simultaneously.

To change the settings for multiple numbers

Click the Admin icon ()
in the sidebar, then select
Channels > Talk.

Click the Numbers tab.

For each number you want to select, click the country flag next to
the number. A check mark is displayed.

From the "…" drop-down list, choose
one of the following actions:

Enable outbound calls: Allow
agents to make outbound calls from the numbers you select.

Disable outbound calls: Stops
agents from using the numbers you select to make outbound
calls.

Set as priority number: With
priority numbers you can provide differentiated service to
your VIP customers and prioritize urgent or emergency calls.
When you assign number as a priority number, any incoming
calls to that number will be moved to the head of the queue
to be answered before other incoming calls.

we have different websites, each with their own telephone number. When a call reaches us, we need to make sure that we answer with the appropriate greeting, and that the agents know which website telephone number the caller has dialed.

Will this information show up in Zendesk talk? I've assigned nicknames to each number, so will this nickname be displayed when they answer the call?

Thanks Brett. Looking at this, perhaps I'm misunderstanding the usage of the text feature. Can I not send an SMS/MMS to a customer from my Zendesk Dashboard? I have my phone icon with dial pad in the top right hand corner, I guess I just assumed that the text feature would allow for texting from that screen.

It won't let you proactively reach out via Text through the Talk icon at the top right unfortunately. You'd need to generate a ticket in your account and have the appropriate triggers set up to send your update to the requester.

The documentation I attached previously should help with setting this up but please let me know if you have any questions or concerns :)

Are you speaking on behalf of renaming your metrics? Because in order to do this you would need to create a renamed data set with the metrics containing your desired name. You'll see below how you can reach the Data Structure editor which will allow you to rename your attributes and metrics.